Help- Account Number problem porting VM to Google Voice

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  1. lonewolfbear

    lonewolfbear Member

    Hi everyone,

    I'm trying to port my Virgin Mobile number to Google Voice (I just got a Nexus 4 and the T-Mobile $30/mo plan), which you can only do online (apparently). My port request keeps on being rejected by GV due to a problem with the Virgin Mobile Account number I entered. Here's what I tried:

    - Called VM to get my Account Number. Was told it was my phone number. So I entered that, and still got rejected by VM.

    - Saw a thread somewhere else that Sprint uses 9-digit account nbrs (GV has Sprint as my carrier - the thread mentioned that's how GV handles VM), and that when he deleted the last digit it worked. I tried that and it didn't work.

    - Saw another thread that said all VM cares about anyways is the pin. So I tried entering 999999999 as the Account. No luck.

    As I write this, I've been waiting online for a Google Customer Service rep for almost an hour now (sigh). Does anyone know how to get my Virgin Mobile account nbr accepted by GV?


  2. MacFett

    MacFett Well-Known Member

    I ported my number from VMU to T-Mobile last weekend. My first request was rejected, so I called VMU and asked for my account number. They quickly gave it to me. Once I had that I called T-Mobile again with the number and within 5 minutes I got the text that it was ported.
  3. lonewolfbear

    lonewolfbear Member

    Thanks MacFett. After a whole day of many many tries, phone calls to VM and digging around, I (think I) was able to finally get it to work. You need a 9 digit account number with no letters or dashes in it. There is no Google Voice customer service - only the web. Actually, the Google Voice Porting forum is where I found the best help.

    - You have to call VM customer service at 888-322-1122. Select option 4 Troubleshooting, then answer a couple other questions, then select option 4 to get a live rep. I had to talk to many reps before I got one who solved the problem.

    - What didn't work: the first rep said my phone number was the account number. It's 10 digits long and didn't work. The next two reps gave me internal VM account numbers starting with "3-" and a bunch of letters and numbers after that. Not counting the dash, which the Google Voice porting request rejects, it's only 8 digits and didn't work.

    - Finally I got transferred to the "Porting Department," and spoke to a Lilly. She gave me a 9 digit account number, all numbers, and that's the first time (after 13 tries) I didn't get the rejection email from Google Voice. Phew!

    I hope this helps others avoid a whole day of frustration.
  4. MacFett

    MacFett Well-Known Member

    I always call the vmu technical support escalation number and let them transfer me to the correct department.
  5. miller863

    miller863 New Member

    Hi, I am in the same boat as you, trying to port Virgin Mobile to Google Voice. I am going to use the method you described, i.e. call Virgin Mobile's Port department to get the 9 digit account number. However, you mentioned that prior to using this method, you got rejection EMAILS from GV. I can only find one way to do porting on the GV we site, which is to go into settings, and click on "change/port" next to your Google Voice number. Is there a way to submit port requests via email to GV?

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